Refund policy

KAVANNHA – Returns & Refunds Policy

At KAVANNHA, we want you to be happy with your purchase. This policy explains when and how you can return items or request a refund. It applies to all orders placed through our website.

1. When You Can Return or Exchange an Item

You may be eligible for a refund or exchange in the following situations:

  • Unopened items (online purchases) – You must notify us within 14 days of receiving your order if you wish to return it. Once approved, you then have a further 14 days for the item(s) to reach us (maximum 28 days from delivery).
  • Faulty or damaged items – If your item arrives damaged or faulty, please contact us within 14 days of delivery. We’ll arrange a refund or replacement once we’ve received proof of the fault/damage (e.g., a photo).
  • Allergic reactions – If you have an allergic reaction to one of our products, we may issue a refund or exchange after receiving sufficient evidence, such as a photo of the reaction. If we cannot confirm the reaction is due to our product, we may request medical confirmation.

 

2. When Returns Are Not Accepted

We cannot accept returns in these cases:

  • Items returned after 14 days without prior notice.
  • Opened or used products (unless returning due to an allergic reaction as noted above).
  • Change of mind beyond the initial 14-day notification period.

For hygiene reasons, any opened lip care, makeup, or beauty product cannot be returned unless faulty or linked to an allergic reaction.

 

3. How to Return an Item

  • Contact our customer service team before sending any items back.
  • Use a tracked or recorded delivery service to return your parcel.
  • KAVANNHA is not responsible for items lost in transit.
  • Items must be returned in their original packaging, unused, and sealed.

 

4. Refund of Delivery Charges

  • Original shipping charges are non-refundable, except when you exercise your right to cancel under consumer law.
  • If cancelling your contract within 14 days of delivery, you must clearly state you are “cancelling your contract” when contacting us.
  • In such cases, the delivery cost refunded will be based on the cheapest available delivery option, even if you chose a more expensive service.

 

5. Processing Your Refund or Exchange

Once we receive and inspect your return, we’ll confirm approval or rejection by email. If approved:

  • Refunds will be processed to your original payment method.
  • Exchanges will be shipped to the same address unless otherwise agreed.

Contact Us

Email: kavannhai@icloud.com

 

KAVANNHA – Returns, Refunds & Order Issues

I RECEIVED A FAULTY ITEM, WHAT DO I DO?

  • Email kavannhai@icloud.com with proof of the fault or damage. Please include:
    • A clear photo of the fault.
    • A brief description of the issue.
  • If the packaging is damaged but the product is intact, a partial refund of up to 10% may be issued.
  • For further action, courier damage claims can take up to 30 days to process.

 

I RECEIVED AN INCORRECT OR MISSING ITEM, WHAT DO I DO?

Contact kavannhai@icloud.com with the following:

  1. A clear image of the received order.
  2. A photo of the packing slip and invoice.
  3. A photo of the outer packaging.

 

Important:

  • Packing discrepancies will be investigated thoroughly.
  • Claims may be refused if packing checks confirm order accuracy.
  • Fraudulent claims will result in account restrictions.
  • Incorrect or missing item reports must be made within 14 days of delivery.

 

MY ORDER IS MISSING, WHAT DO I DO?

  • Contact kavannhai@icloud.com if your order has not arrived.
  • Claims for lost parcels may take up to 30 days to resolve.
  • Actions will depend on the outcome of the courier’s investigation.


DO I HAVE TO PAY FOR RETURN POSTAGE?

  • Return postage costs are the customer’s responsibility unless the item is faulty or damaged.
  • Please keep proof of postage, as KAVANNHA is not liable for returns lost in transit.


HAVE YOU RECEIVED MY RETURN?

  • Please allow up to 14 working days for returned parcels to reach us.
  • If you have not received a refund after 14 working days, contact our customer care team with your order details.

 

I MADE A MISTAKE ON MY ORDER, WHAT DO I DO?

  • Orders cannot be amended or cancelled once placed due to our automated processing system.
  • Please check all details carefully before confirming your order.

 

SALE REFUNDS

  • Price adjustments cannot be made for orders placed before a sale starts.

 

CAN I CANCEL MY ORDER?

  • KAVANNHA reserves the right to cancel any order flagged as fraudulent, containing out-of-stock items, or due to technical errors.
  • If you wish to cancel your order, please email kavannhai@icloud.com as soon as possible.
  • Orders cannot be cancelled once they have been processed for dispatch.
  • Cancellation requests are processed based on the order’s status at the time of inquiry. Acceptance is not guaranteed once the order is in progress.

 

IMPORTANT NOTES

  • All refunds, exchanges, or claims must follow the terms in this policy.
  • By placing an order, you agree to these terms.
  • KAVANNHA reserves the right to amend this policy at any time without prior notice.

For further assistance, please contact our customer service team at:

kavannhai@icloud.com